Desktop Support Specialist

ATC; Madison (WI); On-site; USD 34,000 - 55,000; Full time

Job summary

ATC seeks a Technical Support Engineer - Contractor based in Madison, Wisconsin to support the Wisconsin Court System's computer and network infrastructure, covering over 6,000 devices. The role involves maintenance, installation, troubleshooting, and field service across the state with at least 50% travel.

The successful candidate will assist in ensuring system reliability during emergencies and disasters, and will provide professional customer support to court staff.

Qualifications

• Associate’s Degree in computer science, computer technician, or related field.
• Experience providing phone-based technical support.
• Experience in computer hardware and software support and maintenance.
• Experience installing, configuring, upgrading and troubleshooting computers, printers, scanners, and other peripherals.

Responsibilities

• Provides maintenance and support for Wisconsin Court System software and hardware.
• Installs, configures and troubleshoots computer hardware and software in county courthouses and court system offices throughout Wisconsin.
• Provides technical customer support to all court system employees and takes corrective action.
• Performs field service to upgrade hardware or troubleshoot and resolve technology issues.
• Responds effectively and efficiently to unplanned events such as system failures or natural disasters involving production systems.

Skills

Hardware setup

OS knowledge

Troubleshooting

Customer service

Verbal/written communication

Networking

Cyber security awareness

AV equipment setup

Education

Associate degree in computer science or related field

Tools

Windows Server

Remote Desktop Services

Active Directory

Job description

Under the supervision of a Technical Unit Supervisor, this position is part of a team that has overall responsibility for the

computer and network infrastructure that supports the operations of the Wisconsin Court System enterprise, which

includes over 6,000 computing devices. Specifically, the Technical Support Engineer - Contractor will service court

customers throughout the state and will be based in the Madison, Wisconsin. This position has five main areas of

responsibility: 1) Provides maintenance and support for Wisconsin Court System software and hardware. 2) Installs,

configures and troubleshoots computer hardware and software in county courthouses and court system offices

throughout Wisconsin. 3) Provides technical customer support to all court system employees and takes corrective action.

4) Performs field service to upgrade hardware or troubleshoot and resolve technology issues. 5) Responds effectively and

efficiently to unplanned events such as system failures or natural disasters involving production systems.

Travel requirements will fluctuate based on time of year and CCAP's workload. This position is in person in Madison, WI,

with a minimum of 50% statewide travel required.

Knowledge, Skills, and Abilities Required

Ability to setup computers, related peripherals and audio/visual equipment.

Knowledge of computer operating systems and hardware.

Skill in maintaining computer equipment in courtroom, offices, desks, and central server areas.

Skill in technical troubleshooting.

Skill in providing professional customer service.

Skill in verbal and written communication.

Knowledge of local and wide area networking.

Ability to implement infrastructure hardware, address technical emergencies, and implement cyber security

Education and Experience Required

• Associate’s Degree in computer science, computer technician, or related field.
• Experience providing phone‐based technical support.
• Experience in computer hardware and software support and maintenance.
• Experience installing, configuring, upgrading and troubleshooting computers, printers, scanners, and other peripherals.

Education and Experience Preferred:

• Experience or training in supporting audio/visual technologies including video conferencing tools.
• Experience or training in supporting Windows Server.
• Experience or training in supporting Remote Desktop Services (Terminal Services).
• Experience or training in supporting Active Directory and Group Policy.
• Experience or training in supporting Local Area Networks.